Edit

Share via

Manage your bots in Omnichannel for Customer Service

  • Article

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Important

Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots might refer to Power Virtual Agents while we update documentation and training content.

In Omnichannel for Customer Service, you can seamlessly add a bot and get it up and running within a few minutes while the integration is taken care of in the background.

You can manage your Copilot Studio bots on the Bots page.

Prerequisites

Copilot Studio bots must be available in the tenant where Omnichannel for Customer Service is available.

Add a bot

When you add a bot by using the steps outlined in this section, the Copilot Studio bot is automatically registered in Azure and connected to Omnichannel for Customer Service. You'll then configure topics in Copilot Studio for the scenarios that you want the bot to handle.

Note

Bots that you create in Customer Service admin center or Contact Center admin center work with enhanced voice workstreams only. To create classic bots for existing voice workstreams that aren't migrated, use Copilot Studio.

  1. In admin center, select Bots under Customer support.
  2. On the Bots page, select Add, and on the Add a bot page, select Create new bot, and then select Next.
  3. On the Create a basic bot page, enter a name for your bot and select the primary language that the bot must use, and then select Create. The bot is created and listed on the Bots page.
  4. Optionally, you can also add an existing bot if it's already created in Copilot Studio. The Connect existing bot option lets you connect the bot. The bot is connected after a few minutes and listed on the Bots page. The voice-enabled bot that you connected works with the enhanced voice workstream only.

Important

Bots that you've created in Copilot Studio by using the Try the unified canvas (preview) option won't work with the voice workstreams.

Manage your bots

On the Bots page, you can review the bot details and also perform the following actions:

  • Disconnect the bot.
  • Select the bot name. The Copilot Studio app opens on a new tab where you can configure topics and other settings for the bot.

Next steps

Add a bot to a workstream
End bot conversation

Get started with Customer Service admin center
Configure Copilot Studio bots for voice channel